If you've just received your bill and feel the water usage charge is too high, there are a few things you can do.

Check your meter reading is accurate

Firstly, check the meter reading on your bill is correct. To do this, read the black numbers on your meter, then check the second page of your bill. If the numbers on the meter are a little higher than 'This Reading' (to allow for the difference between when we read the meter and when you received your bill), the reading is correct.

If the number on your meter is lower than 'This Reading' on your bill, please call us on 13 20 92 with the correct reading. We'll update your bill with the correct details.

Check for leaks

If the meter reading is correct, you may wish to do a simple test to check your home for leaks. Find out more about leak detection.

It's also a good idea to consider any possible reasons for an increase in water use. For example, you may have:

changed your outdoor watering because of new turf and gardens, or hotter weather

had extra people staying at your property

filled a swimming pool

changed a hot water system or other plumbing appliances.

Request a WaterFix® Concealed Leaks appointment

If the water usage on your water bill has increased, but you can't see a leak, you might need our WaterFix® Concealed Leaks service.

Our specialist team will be able to help identify leaks that are hard to find. WaterFix® Concealed Leaks comes with a market leading guarantee – if we don’t find a leak, the service is free.

How to report faults, leaks and breaks

If your request isn't urgent, you can also contact us online. However, we can only respond to online messages during standard working hours (Monday to Friday, 8.30 am - 5.30 pm). This may can cause delays in possible emergencies.

How we assign priorities

We prioritise our response based on the:

information provided when the report is made

number of properties without water

potential safety impacts on customers, properties and the environment

amount of water that could be lost.

How we fix the problem

A repair crew will visit the site to fix the leak or break.

They may need to shut the water off to some properties while they're doing their work. They may also need to visit the site more than once.

If you've just received your bill and feel the water usage charge is too high, there are a few things you can do.

Check your meter reading is accurate

Firstly, check the meter reading on your bill is correct. To do this, read the black numbers on your meter, then check the second page of your bill. If the numbers on the meter are a little higher than 'This Reading' (to allow for the difference between when we read the meter and when you received your bill), the reading is correct.

If the number on your meter is lower than 'This Reading' on your bill, please call us on 13 20 92 with the correct reading. We'll update your bill with the correct details.

Check for leaks

If the meter reading is correct, you may wish to do a simple test to check your home for leaks. Find out more about leak detection.

It's also a good idea to consider any possible reasons for an increase in water use. For example, you may have:

changed your outdoor watering because of new turf and gardens, or hotter weather

had extra people staying at your property

filled a swimming pool

changed a hot water system or other plumbing appliances.

Request a WaterFix® Concealed Leaks appointment

If the water usage on your water bill has increased, but you can't see a leak, you might need our WaterFix® Concealed Leaks service.

Our specialist team will be able to help identify leaks that are hard to find. WaterFix® Concealed Leaks comes with a market leading guarantee – if we don’t find a leak, the service is free.

Meter taps

You'll find your meter tap next to your water meter. The meter tap controls the water supply to your property although it's not a regular tap. You can turn it on and off, but you can't connect a hose to the meter tap and you can't use it to fill a bucket.

If you also have a regular tap near your meter, you can use it to access water.

The meter tap controls the water supply to your property. It's not a standard garden tap.

Who's responsible for what?

We own and maintain the large pipes (mains) in the street and the water meter at your property.

The property owner is responsible for all the pipes and fittings that connect to the main. This includes the meter tap.

Who can fix the meter tap?

Licensed plumbers can repair the meter tap at your cost. However, as a free service, we'll fix the tap for you within 10 working days - usually within five days.